New Job Opportunity: System and L3 Systems Support Engineer - 8020

Electronic Search, Inc.; Annapolis (MD); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading company is seeking a highly skilled System and L3 Systems Support Engineer in Annapolis, MD. This role requires deep technical expertise, exceptional communication skills, and the ability to troubleshoot complex system issues. The successful candidate will engage with customers and internal teams, programming knowledge in Linux/Unix, and managing critical incidents will be essential. If you have a Bachelor’s degree and over three years of relevant experience, apply to join a dynamic team focused on delivering mission-critical solutions.

Qualifications

• 3+ years in technical support or systems engineering role.
• Excellent communication skills for technical and non-technical audiences.
• Ability to remain calm under pressure during critical incidents.

Responsibilities

• Providing third-level support and handling complex customer issues.
• Maintaining an understanding of service architecture and integrations.
• Creating high-quality trouble tickets for efficient problem resolution.

Skills

Linux/Unix system administration

Log analysis

Networking concepts

Scripting (Bash, Python)

Monitoring tools

Education

Bachelor’s degree in computer science or Engineering

Tools

Wireshark

tcpdump

Prometheus

Grafana

Job description

New Job Opportunity: System and L3 Systems Support Engineer – 8020

New Job Opportunity: System and L3 Systems Support Engineer – Annapolis, MD

Contact: Susan Fine Ref: 8020

Company Description:

Our client has a strong heritage of providing P25 solutions. As a growing organization, they are building a robust and modern security infrastructure to protect mission-critical services.

Job Description:

We are seeking a highly skilled Systems Support Engineer to join our team, providing third level (L3) support for our critical services. This role requires deep technical expertise, exceptional communication skills, and the ability to investigate, troubleshoot, and resolve complex issues across systems and network environments. As a Systems Support Engineer, you will serve as the final escalation point for customer-reported problems and work closely with internal engineering and development teams to ensure efficient resolution and continuous improvement of our services.

Key Responsibilities:

• Third-Level Support: Act as the highest escalation point for customer and internal support teams, handling complex and critical issues with deep technical analysis.
• Service Expertise: Maintain an in-depth understanding of how our services operate, including architecture, components, integrations, and dependencies.
• Customer Interaction: Engage directly with customer operators and internal support engineers to gather precise issue details, interpret system behavior, and guide investigations.
• Ticket Quality: Create and maintain high-quality, actionable trouble tickets with sufficient technical context and evidence for the development team to diagnose and resolve problems efficiently.
• Issue Analysis: Diagnose service-impacting issues by reviewing logs, system metrics, application traces, and networking data. Perform root cause analysis where necessary.
• Data Collection: Extract and organize detailed diagnostic information such as logs, performance stats, system state, traces, or packet captures to aid in problem resolution.
• Collaboration: Interface with developers, product managers, and QA teams to relay customer-impacting issues, trends, and improvement opportunities.
• Documentation: Contribute to knowledge bases, runbooks, and troubleshooting guides to enhance internal team capabilities and reduce time-to-resolution.
• System Monitoring: Support ongoing monitoring and alerting systems to proactively identify and address service degradations.
• Incident Management: Participate in incident response efforts, including postmortems and follow-ups on systemic or recurring issues.

Requirements:

Technical Skills

• Strong understanding of Linux/Unix system administration, including file systems, networking, and process management
• Proficient in analyzing logs (e.g., syslog, application logs), system performance data, and network traces (e.g., Wireshark, tcpdump)
• Solid grasp of networking concepts (TCP/IP, DNS, routing, firewalls, etc.)
• Experience with scripting (e.g., Bash, Python) for automation or troubleshooting
• Familiarity with monitoring tools and observability platforms (e.g., Prometheus, Grafana)
• Experience with distributed database systems is a plus

Soft Skills

• Excellent communication skills with the ability to convey technical details clearly and concisely to both technical and non-technical audiences
• Strong analytical and problem-solving mindset with a focus on root cause resolution
• Ability to remain calm and effective under pressure during high-priority incidents
• Strong organizational skills and attention to detail when documenting and escalating issues

Preferred Qualifications

• Bachelor’s degree in computer science, Engineering, or a related technical field, or equivalent work experience
• 3+ years of experience in a technical support, systems engineering, or similar role
• Prior experience in a Level 3 or escalation support role is highly desirable

Prerequisites:

• Must be a United States citizen.
• Must be willing to go through background check